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Vocabulary is important! I propose there are three words we should eliminate from our service and support vocabulary: deflection, avoidance, and consumption. These three concepts are very self-centered; they reflect a vendor-centric perspective, not a customer-centric view. "Deflect" and "avoid" are often used when discussing the value of self-service, as if deflecting and avoiding our … Continue reading Vocabulary is Important

How do we deal with very generic issues or problems that have multiple possible causes? There are two ways to approach this: a master article or a resolution path. While the structure of these types of articles is the same, the intent is different. As a general rule of thumb, we want to have … Continue reading Master Article or Resolution Path?

We always caution KCS design efforts to not “over engineer” the process or the content standard. This is particularly true when it comes to article templates. People often ask, "how many templates should we have?” The answer is ONE… keep it simple! Because many of the KM tools offer us the capability to create different … Continue reading How Many Article Templates Should We Have?

KCS is a significant culture change for most organizations. We are attempting to shift the culture away from recognizing people for what they know, and toward recognizing people for their ability to learn, collaborate, and share. KCS Coaches play an integral role in making this shift, both by helping knowledge workers integrate the new KCS … Continue reading Coaching and Motivation

Big news from the Consortium for Service Innovation: Arnfinn Austefjord joins the staff as the Global Head of the KCS Academy on June 3, 2019. The KCS Academy continues to nurture and support the ever-growing number of KCS practitioners, Certified Trainers, and KCS Verified and Aligned partners, and Arnfinn’s focused leadership will facilitate the growth of this expanding network. … Continue reading Welcome Arnfinn Austefjord, Global Head of the KCS Academy

There are a few important reasons to use the "Work in Progress" (WIP) status in a KCS implementation. First is to preserve the customer context across the life of the case. If the issue takes some time to resolve, as is often the case in moderate to complex support environments, or if we have to … Continue reading Why do we need a WIP?

Based on discussions with Consortium Members, we've recently made two important changes to the KCS v6 Practices Guide: Visibility is now Audience (in reference to Article State)PII (Process Integration Indicators) is now PAR (Process Adherence Review) Article Audience: Who Gets to See What To manage who can see which KCS articles, we use the article … Continue reading KCS v6 Practices Guide: Two Recent Updates

Intelligent Swarming℠ (Agile Collaboration) is a dramatically different way to organize people and work. It challenges 30 years of accepted practice and structure in support. Released April 2019, this Framework for Collaboration is intended to capture the why and what of Intelligent Swarming. Read the FrameworkRead a summary by Framework co-author Greg Oxton Learn more … Continue reading Intelligent Swarming Framework Released

Join us for a full-day KCS® event in Boston, MA. We're bringing the KCS community together for Knowledge-Centered Service content, conversations, and connections. Boston: September 23, 2019 The KCS Academy, the network of resources and practitioners for KCS (the knowledge and content management best practice), is hosting a series of one-day conferences. Come participate in … Continue reading The KCS Academy World Tour